Sanjeev K.
Assistant Manager Operations- Customer Experience | Team & Performance Management | Process Optimization | Client Management | Data-Driven Decision Making | Customer-Centric Strategies | 5S Principal
- Role
- Assistant Operations Manager at Concentrix
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sanjeev K.
Customer Success & Operations Leader | People & Performance Management | Process…
Experience
Assistant Operations Manager
Dec 2024 — Present
Managing Client Operations:Overseeing customer service operations for two major apparel brands—Urbanic/Savana & Marks & Spencer (M&S)—across chat, email, and inbound voice channels.Managing a team of 70+ FTEs, including 3 Team Leads and 3 SMEs, ensuring seamless operations and service delivery.Performance & Team Management:Driving key performance metrics: CSAT, FCR, FRT, AHT, SLA, agent productivity, chat wait time, and quality.Managing roster planning, shrinkage & attrition control, and occupancy/utilization optimization to enhance workforce efficiency.Handling escalations, conflict resolution, and ensuring adherence to company policies and compliance standards.Process Improvement & Client Engagement:Identifying process gaps and implementing workflow optimizations to enhance efficiency and reduce turnaround time.Preparing regular reports and PowerPoint presentations to review operational performance with stakeholders.Leading non-compliance issue resolution and ensuring adherence to SOPs and service benchmarks.Driving Operational Excellence & Business Growth:Enhanced process efficiency and service qualityCollaborating with clients to align strategies with business objectives, ensuring consistent customer experience improvements.
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